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Other Added - Don’t Let Your Systems Drive Your Customers Crazy!
When should a company consider change management? Most would say when the management is unable to perform up to the optimum level that is required to maintain shareholders' equity and quarterly profits. But when it comes to leadership it is much more than that and to that point let me discuss one of the major times it is important to consider a change management situation for the u
Action Steps
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Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anyth
Warehousing logistics implies the physical distribution of a warehouse. In the US, there are many companies that deal in warehousing, as well as delivery. These companies are committed to providing value based warehouse solutions that are tailored to the specific supply of chain processes. These companies are able to transform the warehouse from a cost center, into a source of value t
If so, watch out! Your present methods, regulations, policies and procedures may be convenient for the company but utterly frustrating for your customers.
Customers discover these landmines of dissatisfaction almost by accident, stumbling upon them in the normal course of business. Dedicated customers will speak up and complain. Others will just go away.
I am a customer who makes a point of letting companies know when their policies are frustrating, preposterous or just plain customer-unfriendly.
Unfortunately, many organizations have built up a thick layer of resistance and defensiveness towards such feedback. They have stopped listening to the voice of the customer…especially the customer with a complaint.
Sometimes I wonder whether anyone is listening at all.
The stories in this book are all true, and many are entertaining. But they are only valuable if they inspire you to listen more closely to your customers and to more carefully examine your policies and procedures.
Key Learning Point
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Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.
Action Steps
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Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anythi
There are many avenues for success. Sometimes, success is just a door away; once you have to right key, success will fall into your hands. But in business, success is not gained through luck alone. It will not come to you unless you do something to achieve it.Success is the goal of all businessmen. And because of this, it always becomes the top priority in business. But success
I am a customer who makes a point of letting companies know when their policies are frustrating, preposterous or just plain customer-unfriendly.
Unfortunately, many organizations have built up a thick layer of resistance and defensiveness towards such feedback. They have stopped listening to the voice of the customer…especially the customer with a complaint.
Sometimes I wonder whether anyone is listening at all.
The stories in this book are all true, and many are entertaining. But they are only valuable if they inspire you to listen more closely to your customers and to more carefully examine your policies and procedures.
Key Learning Point
--------------------------------------------------------------------------------
Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.
Action Steps
--------------------------------------------------------------------------------
Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anyth
Remember, as a child lying in bed and listening to stories. Remember how engaged you were. Remember how you never got bored of them and always wanted to learn more.Well, there's a good reason why... and here's how what you learnt as a young child could help you attract, and keep more customers...Metaphors and stories have proven to be a powerful way of influencing other
Sometimes I wonder whether anyone is listening at all.
The stories in this book are all true, and many are entertaining. But they are only valuable if they inspire you to listen more closely to your customers and to more carefully examine your policies and procedures.
Key Learning Point
--------------------------------------------------------------------------------
Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.
Action Steps
--------------------------------------------------------------------------------
Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anyth
The world rotates around money, we all know that. We all want to find affordable ways of starting or improving our businesses, but money always seem to be an issue. So then, why don’t we direct our attention towards business grants? Think about it: we are talking about advantageous financial offers coming from the government – tempting, right? But before you make any decision, you mig
Key Learning Point
--------------------------------------------------------------------------------
Customers are often frustrated by standardized and inflexible policies. This may cause your customers to fume in frustration, but the rest of your staff and system may quietly conspire to silence the voice of complaining customers. You have to make an effort to really listen.
Action Steps
--------------------------------------------------------------------------------
Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anyth
Why Get Into a Resume Business?I was stuck at my job and barely covering my monthly expenses. I was working 45+ hours per week and had no time for my family or to relax. My job was hopeless and I new I needed something to get my head above water. I started many small businesses that failed or cost too much to startup.I decided it was time for a new job and I needed a res
Action Steps
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Ask your customers:
`How can we serve you better? What frustrates you most about the way we provide our service? Is there anything you would like us to do more of? less of? start doing? stop doing? What do other companies do for you that we don't do here?'
Ask your staff:
`What do our customers ask for that frustrates you the most? Are there any special customer requests that drive you crazy? Is there anything they ask for that is against our company policy?'
Ask your managers:
`Is it the customers that make our staff so mad, or are they driven to distress by limitations in our systems, policies and procedures?'
Ask other service providers:
Whenever you dine, travel, shop, purchase or rent, make special requests. Ask for things that are `not on the menu', slightly different from the routine.
Watch carefully how each establishment responds. Are they fast, flexible and friendly? What is it about their policy and systems that allows them to respond that way?
Learn to improve your own systems by testing the flexibility of others.
Finally, ask yourself:
Are you willing to make the changes your customers require?
Your accountant and your managers may be comfortable. But who are you in business for?
Your Accounting Department will still be with you tomorrow. Will your customers be with you, too?
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